Front Desk Guest Services Supervisor - Fort Lauderdale, United States - Shaner Corporation

Shaner Corporation

Verified Company

Fort Lauderdale, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Description - Front Desk Supervisor
Shaner is an Equal Opportunity Employer and Drug-Free Workplace

General Responsibilities:

Responsible for supervising all aspects of the Front Desk functions, in accordance with hotel standards. Direct,

implement and maintain a strong service and management philosophy which serves as a guide to respective staff.

Qualifications (Essential):

High school graduate
Ability to satisfactorily communicate in English with guests, coworkers and management to their understanding.
Ability to provide legible communication.
Ability to accurately compute mathematical calculations.
Ability to work flexible shifts in a 24 X 7 business environment.

Qualifications (Desired):

Some College.
Previous supervisory experience.
Previous guest relations and/or training.
Fluency in a second language, preferable Spanish.

Skills:

Ability to perform assigned duties with attention to detail, speed, accuracy, followthrough, courtesy, cooperativeness and work with a minimum of supervision.
Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
Ability to sell available rooms, and input and access information into hotel systems.
Ability to ensure security and confidentiality of guests.

Standard Requirements:

Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.
Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.

Supports, cooperates with, and implements specific procedures and programs for:
a.

Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.

Confidentiality of all data, including guest, employee and operations data.
c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual

harassment and all illegal and discriminatory behavior.

Supports and participates in common teamwork:
a. Cooperates and works together with all co-workers; plan and complete job duties with mínimal

supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints,

problems and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes

including personal hygiene, and other work duties as assigned.

Essential Functions:
(Include the following. Other job related duties may be assigned.)

Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company's business operations.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled inhouse group activities, locations and times.
All hotel and departmental policies and procedures.
Access all function of computer system according to established procedures and standards.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Monitor staff performance in all phases of service and job functions.
Monitor the checkin/checkout process, ensuring agreement to hotel standards, anticipate critical situation and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor front desk log and any other logs and ensure that guest requests are met.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express checkouts are processed through the system correctly in accordance with hotel checkout standards.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensu